**Essential Job Functions**:

- Assist in monitoring service quality and adherence to SLAs and KPIs.
- Provide support to the service management team in day-to-day operations and coordination of client requests.
- Engage with clients to gather feedback, address basic concerns, and provide updates on service issues.
- Collaborate with team members to support the implementation of process improvements.
- Assist in the efficient resolution of service incidents and requests, following standard operating procedures.
- Assist in maintaining service documentation and knowledge databases.
- Support the generation of service reports for client and internal use.
- Assist in coordinating resources for service delivery,



optimizing resource allocation.

**Basic Qualifications**:

- Bachelor's degree in a relevant field or equivalent combination of education and experience
- Typically, 6+ years of relevant work experience in industry, with a minimum of 2+ years in a similar role
- Proven experience in Service and Program Management
- Proficiencies in strategic planning, team leadership, and performance management
- Continuous learner that stays abreast with industry knowledge and technology

**Other Qualifications**:

- Advanced degree in a relevant field a plus
- Relevant certifications, such as PMP (Project Management Professional) or ITIL (Information Technology Infrastructure Library), a plus

LI-DNI